What are action items?

Action Items are key tasks Aircall's AI identifies after a customer call. These tasks often require follow-up by the sales agent or support team and are surfaced automatically based on conversation analysis.

Whether it is scheduling a meeting, sending a recap email, or escalating an issue, Aircall's AI helps your team stay on track and take action efficiently.

How does it work?

After a call ends, Aircall's AI analyzes the conversation and highlights any follow-up tasks. These are shown in the AI insights panel in the Agent Workspace and on the Conversation page in the Conversation Center.

Agents can also create their own manual action items.

Examples:

  • “Schedule a demo on Monday at 3 PM.”
  • “Send a recap email to the customer.”
  • “Create a support ticket and escalate.”

If no tasks are required, you will see “No action items.”

Agent experience

  • View action items when reviewing past calls.
  • Edit, add, or delete action items.
  • All changes are logged with the editor’s name.
Screenshot 2026-02-16 at 10.03.58.png

Manager experience

  • See, on the Conversation page in Conversation Center, which calls have action items to understand the post-call workflow.

Who is it for?

This feature is especially helpful for:

  • Sales teams: Account Executives (AEs) handling post-sales conversations.
  • Support teams: For calls involving escalations.

Why use it?

  • Stay organized: Make follow-ups clear and trackable.
  • Save time: Automate next steps and reduce manual work.
  • Boost productivity: Let agents focus on customer relationships.
  • Improve coaching: Managers get clear visibility into team follow-ups.

Access

  • Requires: Aircall's AI add-on
  • Applies to: All languages (excluding voicemails)
  • Where you will see it: Aircall Workspace, Conversation Center (Conversation page)
  • Triggered when: Call has a transcript, for calls longer than 1 minute

Interoperability

Action items are available via the Aircall Public API. Please see developer resources: